General Help and Questions

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Hi Marinas Edge,

All refunds have to be "linked" to a previous payments. That's not our rule, that's a rule that the processing banks establish. In order to do "unlinked" refunds, you have to be credit checked for a different system. That's why our refund screen requires that you select a payment to link the refund too.

That being said, refunds should work on expired cards. Did you try processing the refund to the person's account? Even if the card number expired, the refund SHOULD still go through and wind up back in the person's bank account. That's usually the way it works.

Failing that, the only way to return money would be via a different form such as check or money order.

-Michelle

We have a situation where the original card that our guest paid on has expired. We went in, scheduled a new payment and added the new credit card. When we go to refund it still references the old card and we can't figure out how to switch it to the new card.

Thanks

I've been taking credit cards for 4 years so that's not a problem, I've only one months statement with cornerstone and didn't have that charge and will be pretty upset if I do get one as that is one reason I've switched... does securenet have a lower than 2.95% charge?

Thanks for your reply,
Wendy

Hi Wendy,

For those that have at least 3 months processing history, we also offer SecureNet which is a slightly better processor. SecureNet doesn't charge the FANF fee that has started showing up for Sage/Cornerstone customers. You may have noticed that $5-10 monthly FANF fee every so often. Sage has refused to remove it, even though we've reminded them of their commitment to a flat 2.95%. So we offer SecureNet for those that want to switch. SecureNet requires processing history to quality however.

-Michelle

Am curious is there is still a choice of providers? I don't recall having a choice and am with Cornerstone/Sage... in one of the above reply's it sounded like one of your providers had better rates than the other, so if that is the case would love the better rates ;-) Maybe now you only have the one?

Any help appreciated.
Wendy

I just found out my VRBO & Homeaway Calendar's are not updating again. Is there something I need to do? Paul send out a "Happy Thanksgiving" message with the following "You'll need to provide your VRBO or HomeAway credentials, along with security questions/answers that you've provided them, so that we can facilitate the integration." But I don't see where I can change?

Thanks,

Claudia

Hi Tim,

1) Open the Quote
2) Click the Info tab
3) Click the "Change Settings" button
4) Scroll to bottom and put in an expiration days/date
5) Click the "Save Changes" button

Hope this helps,

-Michelle

I'm sure I've done it before but now find I cannot. Did that capability get changed?

Thanks

Tim

Thank you! I look forward to them.

Hi Gclaseman,

I assume you already know about our calendar widget? If not, that can be read about here:

https://www.ownerrez.com/blog/embed-the-ownerrez-calendar-in-your-own-website

I believe you're referring to something more sophisticated for that - something like shows all properties together and/or includes some search boxes with date range. That is definitely something on our roadmap, but not supported at the moment. We have a number of coming widgets that we'd like to release including more inquiry and booking tools.

-Michelle

Is there any plans to create an html widget we can use on our website that allows potential guests to search our inventory thus circumventing vrbo/flipkey/homeaway?

If not, does anyone know of a 3rd party app or widget that will do the same?

Hi Claudia,

Yes, we're aware of the HomeAwayConnect disconnect happening at the end of the year. We're planning to integrate with VRBO/HomeAway a separate way so that your calendar will still remain updated as always.

-Michelle

BTW, it does work now. I meant to come back and let you know.

However, HomeAway is now getting rid of HomeAway Connect in December. Are you aware of this? I believe we now have to find a new calendar system for HomeAway. Can we enter your URL without giving the personal information to the guests, when they look at the calendar?

I know you were thinking about doing this, at one time, for the third party information, but I am not sure if it in effect now.

Thanks,
Claudia

I think it is working now, since I don't remember entering a manual reservation for a booking on VRBO.

Thanks,
Claudia

Hi Lee/Maggie,

Because of our agreement with Cornerstone - the company that underwrites our applications - and the volume of business we send to them, there is NO CANCELLATION fees on any of our merchant accounts. That's for both Sage and SecureNet. You can cancel at any time (even 5 days after setup) and you won't be charged.

Hope this helps,

-Michelle

Hi Michelle,

I have not changed the information you recommended yet. I haven't had time, so I can't answer it yet.

Claudia

Do you happen to know anything about their policies as far as cancellation of an account with Securenet? I have had problems in the past with merchant providers who required guaranteed long contracts with draconian cancellation fees.

Claudia, are you still seeing any problems? Over the past week, we've been working through different scenarios to make sure that everyones' calendars are updating right. All our testing is positive at this point, and we haven't heard of anything in awhile. I wanted to circle back to you since you opened a thread here and see if your calendars are okay?

-Michelle

Hi Claudia,

We sync with HomeAwayConnect (https://www.homeawayconnect.com) which is supposed to work with any VRBO or HomeAway property, regardless of where/what you have bundled.

That being said, maybe your HAC account got out of sync with the bundle thing they did?

Can you contact HAC and see if it's still configured correctly for your VRBO/HA listings?

If you login to HAC, it should show you your listings there too.

-Michelle

The more I think about it, if it has to do with the bundling (done on 9/13 for me), I think they told me that any updates will come from my VRBO site. Thus, if I had the VRBO calendar as the SYNC, then maybe it would update. Can I use the VRBO site as the sync calendar?

Claudia

Interesting. Maybe you can check if it may have something to do with Bundling. The only thing that may have changed was that I bundled HomeAway and VRBO.

Also, VRBO is my main website, not HomeAway. So, maybe it needs to be updated with the VRBO link and not the HomeAway. I will wait to hear from you before I test that theory.

I don't know if that is when it started. I can't remember. I just know that it isn't updating now. It could have been when it was bundled. :)

Claudia

Hi Claudia, thanks for letting us know. We're looking into it. We have seen some intermittent issues over the past few weeks that other users have reported. It's been hard to pin down since some HAC updates are working as normal.

-Michelle

I am not sure if it is only me, but I do not see my calendar being updated on the VRBO and HomeAway calendar.

Thanks,
Claudia

Hi Devin,

Thank you. Yes, I believe this is what I am looking for. However, it seems so complicated to set everything up. I can't seem to get my mind around all the different fields that have to be done for the template.

I will have to do this when I have time, which doesn't seem to be anytime soon. I will continue to do it the old way and send my emails via regular email, instead of OwnerRez.

Thanks,
Claudia

Or maybe you meant this:

https://www.ownerrez.com/blog/custom-fields-for-email-templates

Hi Claudia,

Did you mean two separate templates for sending emails? If so we have a blog post:

https://www.ownerrez.com/blog/scheduled-sending-for-emails

Let me know if this is what you meant.

Thanks,

Devin

Hi,

I just noticed this. Is this something that we got a notice about and I missed? Maybe I missed something else, but is there a way to separate different rentals? I have two rentals. One in Pennsylvania and one in South Carolina? How can I set up the two separate templates, for each rental?

thanks,
Claudia

Hi Glenn,

You're right about the renter agreement editor. We'll be changing it to match the same editor (and set of fields) that the email templates use. The old editor and fields that are there now are based on a design from several years ago and it was never updated. We'll also be adding support for custom fields. It will basically be a carbon copy of what you see with email templates. You are right that there is a problem with the HTML button. That stopped working one or two releases ago because of some updates.

-Michelle

I have recently been big on updating my emails with direct HTML to make them look a lot better. With an HTML editor like "KOMODO for the Mac", I can easily take an email template, click the HTML button, copy the HTML code, edit it nicely in the offline editor and then copy all and paste it back into the HTML section for the email template. Works really nice and I have cleaner looking emails going out.

However I can't seem to do this with the rental agreement (which is big and kinda messy from a formatting perspective for me). When I click the HTML button when in edit mode, either nothing happens on some computers, or I do get a popup window with nothing in it. Is there a trick to seeing and editing the HTML code for rental agreements? It seems the same on the surface as the email templates.

Glenn

Hi Jody,

Can you forward a copy of the original inquiry email to us at support@ownerreservations.com?

I have not heard of anyone else having problems, so it might be based on the one email in particular.

Also, I wanted to point out something else in case you didn't realize it. If you format the email a certain way, our system will automatically find and pull out the inquiry information so that you don't have to do the "unrecognized email" on every one. Read this for more information:

https://www.ownerrez.com/support/articles/inquiry-parsing-for-custom-emails

-Michelle